Technical Support Representative

Convoso is a leading AI-powered contact center platform purpose-built for revenue teams. Since 2006, Convoso has remained at the forefront of innovation, consistently developing solutions to drive customer growth while supporting adherence to regulatory standards.

Who We Are:

While headquartered in Los Angeles, the Convoso team can be found around the globe working in either a hybrid or remote capacity. Awarded as a "best place to work" company, our culture fosters team integrity, positive persistence, and continuous growth.

Our core platform powers successful sales teams across multiple industries, giving our customers a competitive edge and streamlined productivity. With built-in Al and automations, our product is a premium offering in a competitive space. We continue to grow our product capabilities to better serve our current customers and to expand into newer markets.

Convoso is looking for people who are excited about technology and innovation. We are a company of motivated team players with diverse backgrounds driving accelerated growth in a supportive, positive culture.

Who We Are:

Convoso is a leading provider of omnichannel contact center software. The company was founded on innovation and continues to push boundaries in our industry.

Headquartered in Los Angeles, the company has employees around the globe working both hybrid and remote. The company culture fosters team integrity, positive persistence, and continuous growth. (A heads up - we were awarded as Built In LA's Best Places to Work in 2020, 2021 and

With Convoso, the future is bright as we continue to evolve our technology.

The company's foundational product provides the most powerful contact center software available for outbound teams. However, we are expanding our reach by relaunching an advanced version of our conversational AI product. The enhanced capabilities of our Intelligent Virtual Agent (IVA) gives our customers a competitive edge and streamlined productivity by dramatically reducing repetitive tasks. This future forward technology will allow Convoso to grow into new markets across hundreds of use cases.

Convoso is looking for people who are excited about technology and the fast growing, innovative field of IVA and AI. We are a company of motivated team players driving accelerated growth in a supportive, positive culture. We celebrate a diversity of people, ideas, and backgrounds that contribute to one shared community.

Most roles at Convoso function as "hybrid" with some opportunities for travel to in-person business events and company meetings. For remote positions, Convoso's U.S. hiring is open to candidates who are residents of the following states: AZ, CA, CO, CT, FL, GA, IL, IN, MA, NC, NJ, NV, OH,TX, UT, PA.

The Job:

At Convoso, we're constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster. That's where you come in.

We are looking for … a Technical Support Representative (L1) who receives, records, and reconciles customer/end-user technical questions on using and implementing computer products in a timely and professional manner

Stepping into this very challenging role will mean stepping into a dynamic environment. There'll be a steep learning curve, but we believe the future belongs to those who build it. Therefore, success for you would mean reaching your full potential in a short period of time, while doing whatever it takes to get up to speed. Success would mean having a strong ability to manage multiple projects with competing deadlines.

What You'll Be Doing:

• Customer point-of-contact for technical support product issues‬
• ‬‭Educate customers on software and feature set-up‬
• ‬‭Assist in building knowledge base documentation with respect to hardware, software, and‬ network requirements to ensure overall compatibility of service and to aid in the timely diagnosis‬ of failures.‬
• ‬‭Create and revise current technical documentation for setup procedures, test procedures and‬ failure troubleshooting guides related to our products and services.‬
• ‬‭Test and debug new software from the end user's perspective to develop regression lists for the‬ purpose of eliminating bugs and making improvements to features and overall user interaction.‬
• ‬‭Ensures all technical support issues are resolved promptly through incoming calls, emails, and‬ live chats and documented through our case management system‬
• ‬‭Read/review support manuals to keep up with the frequent changes, new updates, and features‬
• ‬‭Partner with customers to optimize software solution‬
• ‬‭Proactive trend analysis to offer preventative solutions and identify/eliminate recurring problems.‬
• ‬‭Monitors servers for alarms or potential issues‬
• ‬‭Report client provider changes‬
• On-call, off-site call support on rotating weekend and holiday scheduled days‬
• ‬‭Other duties as assigned
  
  

Who You Are:

• 2 years of call center and customer support/service experience
• 1 years of VOIP experience (SaaS VOIP preferred)
• 1 years of SaaS troubleshooting experience
• Experience with ZenDesk ticketing system preferred
• Experience with ZenDesk chat system preferred
  
  

Work Perks Worth The Hype:

• Competitive compensation package
• PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
• Your birthday off
• Leadership Development Program
• Company Outings
• On and offsite team building events
• Paid training for departments
• Apple laptop (most roles)
• And a team of highly experienced and kind colleagues
  
  

HQ Office:

• Casual office environment & dress
• Fully stocked kitchen (Dietary restriction-friendly)
• Happy Hours

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